Felicia A. Walker

Work History

DLS/CRC Associate/Trainer/HR Specialist I

Amazon Disability and Leave Services/ COVID Resource Center

Answer inbound calls with Employee’s checking on the status of their leave of absence
Updating information in the employee’s claim
Processing cases for employee’s and updating their payments
Acclimating employees to their job functions as they return to work
Dali, Panorama and CES system certified
Support New Hires on Day one Technical set up
Facilitate first day New Hire Orientation
Administer pre and post test and document test results.

Guest Service/Concierge Hostess

Grand Californian Hotel

Anaheim, CA

Assisted guest in the concierge lounge by making reservations, arranging travel and
Ground transportation
I hosted the Wine and Cheese hour serving guest wine and food
I became a Media Host and VIP tour guide for the Resort
Emergencies.

Front Desk

Wynn Las Vegas

01.2017 - 01.2019

Call Center
Inbound Phone Calls for the entire resort
Night Auditing Data Entry
Checking Guest Out/ Closing Portfolio’s
Assisting with Billing Issues and Resolutions

Front Desk Agent

Hilton Grand Vacation Club

01.2014 - 01.2016

Heavy Inbound/Outbound calls
Check guest in/Out of the hotel in a timely manor
Assisted guest with reservations and transportation
Participated in Trade Shows and other Local Events

Front Desk Agent/Concierge

Hilton Waterfront Resort

01.2010 - 01.2013

Check in/out guest
Assisted guest with reservations
Send out packages and fax for guest
Data entry at a fast pace
Made Dinning/Transportation reservations
I was an ambassador of the hotel at Trade Shows and other local events.

Cashier/Sales

Disney Store North point

01.2008 - 01.2010

Assisted guest at the cash register with a timely check out
Performed activities for our young guest
Provided Team builder exercises
Maintained inventory for the store
Ranked in the top 5% for Sales and add on’

Guest Service Agent

Hampton Inn and Suites Hotel

01.2008 - 01.2010

Check in/Check out guest
Answer guest questions and concerns
Assist guest with reservations and transportation
Account Balancing and Receiving

Front Office Assistant

Cruise Authority

01.2007 - 01.2008

Answer incoming phone calls
Sort Mail, UPS, and Fed Ex documents
Customer Service
Arranged all Lunches and entertainment for travel agents
Cruise Consulting and Cruise reservations for clients

Flight Attendant

ASA

01.2006 - 01.2007

In charge of passenger safety
Provided excellent customer service and comfort to all passengers aboard
Ran all reports and forms for the day to day operations
Worked in a fully independent environment

Quality Assurance Manager

Blue Green Resorts

Atlanta, GA

01.2005 - 01.2006

Sales and closing of contacts
Assisted in incentive programs for top performers
Built trust by providing accurate information and resolving issues
Proficient in the use of Word, Excel, Outlook and Power Point.

WellPoint Health Networks

Camarillo, CA

01.2003 - 01.2005

Health Outreach Specialist

Disney

01.2000 - 01.2003

Handled Heavy customer service call center
Assisted Members in a timely manner
Assisting fellow co-workers with taking customer service to the next level
Proficient in the use of Word, Excel, Outlook and Internet
I worked at the guest service desk assisting our guest with concerns, complaints and

Summary

Overview

Work History

DLS/CRC Associate/Trainer/HR Specialist I

Guest Service/Concierge Hostess

Front Desk

Front Desk Agent

Front Desk Agent/Concierge

Cashier/Sales

Guest Service Agent

Front Office Assistant

Flight Attendant

Quality Assurance Manager

Health Outreach Specialist

Education

Diploma - Airline and Agencies/Travel and Tourism

Skills

Timeline

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